This job description is currently under review and subject to validation. Adjustments may be made before the final version is released.

PURPOSE OF THE JOB

The Call Center Sales Agent is responsible for driving revenue by converting customer inquiries into bookings and delivering excellent customer service. The role involves providing tailored travel advice, promoting Club Med’s offerings, and ensuring a smooth booking process while maintaining high levels of customer satisfaction and loyalty.

GENERAL MISSIONS

Handling Customer Inquiries and Bookings

Respond to inbound calls and emails, providing customers with detailed information about Club Med’s packages, services, and destinations. Assist customers in making reservations, modifying existing bookings, and processing cancellations. Address customer questions, preferences, or concerns to ensure an optimal experience.

Sales and Promotion

Convert inquiries into confirmed bookings through effective sales techniques. Promote special offers, upsell products like excursions, room upgrades, or travel insurance that add value to the customer’s experience. Identify customer needs and recommend tailored solutions aligning with Club Med’s offers.

Customer Relationship Management

Build lasting relationships by delivering professional and personalized service. Ensure excellent customer follow-up to confirm satisfaction and loyalty. Document all interactions accurately within the CRM system to maintain updated customer profiles and queries.

Collaboration and Continuous Improvement

Collaborate with other departments (e.g., marketing, operations) to stay informed about promotions and updates. Provide feedback to supervisors based on customer insights to improve offerings and processes. Participate in scheduled training sessions to stay updated on Club Med policies, products, and sales techniques.

Adherence to Performance Standards

Meet or exceed sales targets and service quality benchmarks. Manage call response times and maintain alignment with call center KPIs. Work efficiently to ensure all inquiries are handled professionally and promptly.

Leadership & Management

Create a structuring and inspiring framework: Provide a clear and engaging environment, give meaning to actions and embody the Club Med Spirit. Develop and empower teams: Help them develop their skills, encourage autonomy and initiative. Ensure operational excellence: Manage performance with rigor and benevolence, optimizing time and resources.

KPI (position requirements objective)

Sales Conversion Rate: Percentage of inquiries converted into bookings. Revenue per Call: Average revenue generated per customer interaction. Customer Satisfaction (CSAT): Feedback scores from post-interaction surveys. Upselling Success Rate: Rate of successful upsells (e.g., upgrades, add-ons). Call Handling Time: Adherence to optimal call-resolution time without compromising quality.